VBA 2024 User Conference – Save the Date!

The VBA 2024 Connect and Engage User Conference will be held on August 21-22, 2024. Watch your inbox for more details coming soon. We hope you have the opportunity to attend!

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Product Experience Update

From the desk of Kelly Wiza – Senior Vice President, Product Experience

Spring is just around the corner and I am looking forward to the change of seasons. We are also experiencing a lot of changes here at VBA and we are excited to share them with you. We continue to strive to bring you the latest technology solutions to help you transform your business.

New Process for Providing Product Enhancement Suggestions to VBA

I would like to remind you about some important process changes we are making as we continue to evolve our product development strategy. Rather than concentrating solely on individual client-driven enhancement requests, our emphasis will be on introducing new features that offer value to a broad spectrum of users.

As part of this adjustment to our product development approach, we have removed the Change Request Form (CRF) and the Report Request Form (RRF) from the Client Resource Center. Going forward, we encourage you to continue to share product feedback by submitting your ideas and suggestions via email to your VBA Support Mailbox.

Our Product Team will systematically track and evaluate your suggestions, and those requests aligned with our product strategy will be incorporated into the roadmap. Your input and suggestions remain crucial in propelling our products forward, and we look forward to collaborating with you.

VBAReporting is Coming Soon!

VBA is pleased to announce the launch of a new reporting solution for VBASoftware, powered by Bold Reports. This solution is part of VBA’s ongoing commitment to empower our clients with the latest technology. The new VBAReporting will allow clients to customize and create their own reports, which will streamline the reporting process and reduce turnaround times for new reports.

There are two levels of reports available to our clients. Basic VBAReporting includes the ~280 reports that are currently available in VBASoftware. Our new offering, Advanced VBAReporting, will be available as an option for clients upon migration to new VBASoftware this summer.

Due to high demand and interest, VBA is offering early access to Advanced VBAReporting for clients who would like to dive in and start using the new tool. We will be hosting exclusive webinars to demonstrate the capabilities of Advanced VBAReporting. Stay tuned for an announcement regarding webinar dates soon.

In the meantime, please review the Advanced VBAReporting Overview Document to learn more about our new offering.

As always, if you have any questions or issues please reach out to your dedicated VBA Customer Success Manager.

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Operations Updates

From the desk of Rachel Lanser – Chief Client Officer

It’s been an exciting start to the year and we at VBA are so glad you are on this journey with us. We have been working hard to continue to provide you with the training and service you need to make the most out of your VBA solutions.

Virtual Learning Labs

We have been seeing great attendance at our learning labs. Hopefully, you find these helpful. If you have any suggestions for future topics, please reach out to your VBA Customer Success Manager to share your ideas.

New Client Support Portal

We are rolling out a new and improved client portal in April 2024. With this new portal, you will be able to view your incidents and submit new incidents without having to email VBA. You will also be able to receive notifications when there is a status change and track when action is needed or if any actions are overdue. We will send an email with the full details of this transition.

Changes to Process for Submitting Interface Requests

VBA recently announced an update to the requirements for submission of new interface requests. This update will improve the timeline for the development of new interfaces between VBA and your vendor partners and will allow our team to quote and begin development more quickly, which results in a smoother implementation process for interfaces.

In addition to the Interface Request Form (“IRF”), VBA requires the following information at the time a new interface is requested:

1. Vendor’s contact name and email address/phone number
2. Applicable file layout/companion guide and a sample/test file

Note: The sample/test file can be placed on the VBA-hosted SFTP in the “Inbound” folder and the file name noted in the Interface Request.

Vendors are accustomed to providing this information as part of the requirements gathering process and should have these items readily available upon request. Once the information outlined above is received, VBA can accept a new interface request and assign a tracking number.

As always, please reach out and let me know if there are ways we can better support you.

Introducing Our Customer Success Manager Team


To better support you in achieving your growth goals and ensuring you receive the maximum value from your VBA solutions, we are pleased to announce the formation of a Customer Success Manager (CSM) team. This team is dedicated to understanding your unique needs, advocating for your interests and providing strategic guidance.

What Does This Mean for You?

We are confident that this shift will elevate your experience with VBA and contribute to the success of your business. Here’s what you can expect:

  • Personalized Support: Your assigned Customer Success Manager will be your dedicated point of contact, ensuring a personalized and tailored experience.

  • Proactive Guidance: You will receive proactive insights on leveraging our solutions effectively, best practices, and opportunities for optimization.

  • Advocacy: Your CSM will serve as your advocate within our organization, ensuring your feedback is heard and driving continuous improvements to better meet your needs.

Your current VBA Account Executive will be transitioning into the role of Customer Success Manager. You will also have the opportunity to meet with the Managing Director assigned to your account. The Managing Director will work hand in hand with the Client Success Manager to ensure we are supporting your company’s growth objectives and leveraging VBA solutions to meet your needs.

Meet the Team

Joe Richlen

Chief Revenue Officer

Professional History:

Joe joined VBA in 2024 as the Chief Revenue Officer. He is responsible for demonstrating the value proposition of VBA solutions in the market and achieving the company’s strategic growth objectives. He oversees the sales, marketing and account management functions.

Joe brings over 20 years of experience in sales leadership to this role. Prior to joining VBA, he served as the Vice President of Sales for ONE, a financial technology company. He also led the sales division at Mineral, formerly ThinkHR, where he played a pivotal role in turning around the company’s financial trajectory and growing it eightfold. Joe was also a national sales consultant at Wisconsin-based Zywave during the company’s rapid growth phase.

Through his leadership, Joe has helped technology companies grow revenue, drive sales and foster team collaboration. He has also led significant strategic transformations and rebranding initiatives.

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Release Notes

Make sure to share our release notes with your team members to ensure all VBA users are up to date.

As a reminder, VBA schedules multiple releases a year to ensure our clients have the latest software without the wait. You can access the release schedule here on the Client Resource Center.

Below are the scheduled release dates for 2024:

  • April 12

  • May 31

  • July 19

  • August 23

  • October 4

  • November 8

  • December 20


Upcoming Conferences and Events

We will be participating in the following events:

MARCH 25-27

SIIA Spring Forum

San Antonio, TX

MAY 13-14

Zelis Forum

Austin, Texas

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Learning Labs

VBA held a virtual learning lab on Thursday, January 11, 2024. The topic was Call Tracking and Grievance Services. In case you missed it, you can view the recording here.

VBA held a virtual learning lab on Thursday, February 8, 2024. The topic was Billing Services. In case you missed it, you can view the recording here.

VBA held a virtual learning lab on Thursday, March 14. This was a continuation of the discussion on Billing Services. In case you missed it, you can review the webinar recording here.

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Holiday Schedule

The VBA offices will be closed on the following days in observance of the following holidays:

Friday, March 29 - Good Friday

Monday, May 27 - Memorial Day

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Tell us what you think!

Your opinion is important to us so we can continue to enhance our products and improve your experience.

Ready to share?

Send your feedback to [email protected].

Thanks for reading this edition of the VBA Newsletter.